Chat and Enhanced Chat for customer conversations
Key Takeaway
Enhanced Chat replaced Legacy Chat and lets a customer stop and later resume the same conversation. Because Enhanced Chat works with Agentforce Service Agent, you set up Enhanced Web Chat when an Agentforce Service Agent should handle conversations with website visitors.
Enhanced Chat is the Salesforce channel that lets customers message service reps from a website or a mobile app. Customers use Enhanced Web Chat on a website and Enhanced In-App Chat in a mobile app. Reps handle the conversations in the Service Console. Enhanced Chat replaced Legacy Chat. Its biggest change is that conversations can be asynchronous and persistent, so a customer can stop and later pick up the same conversation.
Enhanced Web Chat and Enhanced In-App Chat
Enhanced Chat comes in two versions. Enhanced Web Chat is for websites. Enhanced In-App Chat is for iOS and Android apps.
Enhanced Chat was formerly called Messaging for In-App and Web. The old names still appear in a few places, including the user interface.
| Enhanced Web Chat | Enhanced In-App Chat | |
|---|---|---|
| Former name | Messaging for Web | Messaging for In-App |
| Where you add it | External websites, Experience Cloud sites (Aura and LWR templates) and Commerce Cloud sites | iOS and Android apps, through SDKs |
| Available in this version but not the other | Channel Menu support | Automated proactive messaging, proactive messaging by service reps, message search and push notifications |
The Enhanced In-App Chat SDKs aren't intended for Experience Cloud templates.
Embedded Service Chat, Channel Menu and Enhanced Web Chat can't all run on the same site. Remove Embedded Service Chat and Channel Menu first, or add Enhanced Web Chat to the Channel Menu. The only supported way to add Enhanced Chat to an Experience Cloud site is drag and drop.